Senior Service Designer
2 weeks ago
Senior Service Designer - Hawthorn East role at Coles Group.
About The TeamAs the way we shop continues to evolve, our Digital team keeps us at the cutting edge. Driven by our innovative, inclusive, and forward-thinking culture, we're constantly looking at ways to create differentiated, omni-channel experiences for our customers and build the next generation of digital retailing.
About The RoleReporting to the Service Design & Design Research Manager, as Senior Service Designer you'll develop a deep understanding of – and design how – services are created, delivered and experienced by Coles Group customers. Designing services at Coles, you will impact millions of Australians in an essential service they rely upon everyday, for some (like those with accessibility needs) it is critical. It's not just about the weekly food shop – it's also the experience of shopping for Liquor, pet products, beauty, health and so much more. You will be leading Service Design work not only in Digital but across the enterprise with other cross-functional partners across the eCommerce, Operations, Marketing, Fulfilment, Customer Care, Merchandising and external suppliers to shape our company's products & services.
What You'll Do- Own the end-to-end Service Design process from planning and research to experience design and delivery
- Build shared understanding of customer journeys, operational needs, and service touchpoints
- Partner with stakeholders to align on unified, customer-centric experiences
- Influence decisions using data-driven insights and research-led strategies
- Facilitate co-creation workshops that drive clarity and action
- Mentor designers and foster a strong design culture across the business
You take pride in your craft, but always prioritise the right outcome over ego. You're a team player, continuously learning, and genuinely curious about human behaviour. You lead with empathy, challenge the status quo, and adapt with ease to ambiguity and change. You understand the commercial value of design — solving meaningful problems that create real value. You're driven by a growth mindset and eager to contribute to a community that thrives on learning.
A typical day might include- Leading large-scale, future-shaping projects
- Building trusted relationships across product, engineering, and marketing
- Conducting research that uncovers actionable insights
- Simplifying complexity through design thinking
- Influencing product and service roadmaps
- Supporting the professional growth of peers and non-designers alike
- Flexible working options with hybrid arrangements
- Office perks including gym facility, free parking, BBQ area, and more
- Discounts on Coles products and exclusive offers
- Recognition through the digital platform 'mythanks' with rewards
- Learning and development opportunities and career programs
- Paid parental leave for permanent team members
- Investment in your future via the annual team member share plan
Coles Group is committed to a gender equitable, diverse, inclusive, and welcoming workplace. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities. We are happy to adjust our recruitment process to support candidates with disability. For information visit the Our Recruitment Process section of our careers site or email inclusionrecruitment@coles.com.au.
Job ID 164899
Job Details- Seniority level: Associate
- Employment type: Full-time
- Job function: Project Management and Design
- Industries: Retail
Location: Hawthorn East, Victoria, Australia
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